M.Com. 118 Consumer Behaviour and Services Marketing

M.Com. 118 Consumer Behaviour and Services Marketing Unit Unit Title Content No. 1 Consumer Behaviour Meaning and Definition of Consumer Behaviour. Need and Advantages to Study Consumer Behaviour. Models of Consumer Behaviour Economic, Learning, Sociological and Psychological Models and other relevant Models. 2 Consumer Motivation. Introduction, needs, objectives and Scope of Consumer Motivation. Overcoming Problems of Motivational Conflict. Defence Mechanism. Motive arousal, Motivational theories 3 Consumer Personality: Consumer attitudes, beliefs, feelings and Behaviour Learning Memory and Consumer Learning attitudes and components of learning Involvement Memory system, memory process, concept of involvement, dimensions of involvement 4 Cultural and Social Characteristics of Culture, values, sub cultures, cross cultural and multi-cultural influences on Consumer Behaviour. Influences on Social Class and Group influences on Consumer Behaviour with regard to money and other status symbols, conformity to Consumer Behaviour group norms behaviour and Influence, family life influences, standard of life and living Influences. 5 Introduction to Services Meaning, Definition and Characteristics of Services, Types of Services, Core and Augmented Services, Difference between goods and Services, Relevance, changes and trends in the present growing service sector. 6 Designing Suitable Designing of Services Mix with reference to Product and Price: Service Development Strategies, The Service Delivery Services Marketing Process, Pricing of Services, Service Pricing Strategies Mix Part 1 7 Designing Suitable Designing The service Mix with reference to Promotion and Distribution: Developing the Services Communication Services Marketing Strategy, challenges associated with the development of the services communication strategy Managing the firms physical Mix Part 2 evidence, the development of services capes, Managing the senses when developing services capes, Defining and Measuring Service Quality 8 Effective Management Managing Service Consumers, Managing Consumer Service Perceptions, Defining and Measuring Consumer Satisfaction. of Service Consumer Customer Loyalty and Retentions Reference Books: Sr. No. Title of the Book Author/s Publication Place 1 Consumer Behaviour Leon G Schiffman, Joseph Wisenblit Pearson USA and S. Ramesh Kumar 2 Consumer Behaviour – Insights from Indian Ramanuj Majumdar PHI Learning Pvt Ltd New Delhi Market 3 Consumer Behaviour—The Indian Context S. Ramesh Kumar Pearson USA (Concept and Cases) 4 Consumer Behaviour Rodger D Blackwell, Paul W Miniard, Cengage Learning Delhi James F Engel and Zillur Rahman India Pvt Ltd 5 International Marketing Mix Management Tobias Richter Noyos Berlin 6 Marketing Management Russell Winer Pearson Education Delhi 7 Public Relation in Marketing Mix Jordan Goldman, NTC Business Books New York 8 Public Relation for Marketing Management Frank Jefkins The MACMILLAN London Press Ltd 9 Marketing Management Arun Kumar, Rachana Sharma. Atlantic Publishers New Delhi &Distributors 10 Marketing Management Amar Jyoti Gennext Publishers New Delhi 11 Services Marketing Concepts Applications and M.K. Rampal and S.L. Gupta Galgotia Publishing New Delhi Cases Co 12 Services Marketing S.M. Jha Himalaya Publishing Delhi House 13 Services Marketing Text and Cases Steve Baron and Kim Harris MacMillian Business London 14 Selling the invisible Harry Beckwith Business Plus Boston 15 Services Marketing Peter Mudie and Anjela Pierrie Butterworth- Great Britain Heinemann 16 Services Marketing Concepts Strategies and K. Douglas Hoffman and John E.G. Cengage Learning USA Casess Bateson ***** .

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Service Loyalty
View metadata, citation and similar papers at core.ac.uk brought to you by CORE T he research reg ister for th is journ al is available at T h e cu rren t issue and fu ll tex t arch ive of this jou rn al is aprovidedv ailab le byat OAR@UM http://www.emeraldinsight.com/researchregisters http://www.emeraldinsight.com/0309-0566.htm Service Service loyalty loyalty The effectsof service quality and the mediatingrole of customer satisfaction AlbertCaruana 811 Centre forCommunication Technology,University of Malta, ReceivedOctober 1999 Msida,Malta RevisedMay 2000; October2000 Keywords Loyalty,Service quality, Customer satisfaction, Banking Abstract Serviceloyalty, with its final effect on repurchasing bycustomers, appears tohave receivedrelatively little attention.This study starts by first delineating theconcept ofservice loyaltyand proceeds to distinguish between service quality and customer satisfaction. A mediationalmodel that links servicequality to service loyalty via customer satisfaction is proposed.Appropriate measuresare identifiedand a postalsurvey is undertaken among1,000 retail banking customers.A response rate of20.5 per cent isobtained. Results indicate that customersatisfaction does play amediatingrole in theeffect ofservice quality on serviceloyalty. Theeffects of a number ofdemographic indicators on serviceloyalty are alsoreported. Implicationsare discussed,limitations of the study are notedand possible areas for further research are indicated. Introduction Service loyalty,with its final effect onrepurchasing by customers, is perhaps oneof the most importantconstructs in services marketing.Indeed, loyal customers thatindulge in repeat purchases are the bedrock of any business. Oneofthemore obvious questions relates tothe demographic characteristics of loyal customers,whether any such variables are more salient thanothers and howthese canbe usedfor segmentation purposes (e.g.
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